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Sr/ Customer Support Associate (Rotating Shifts) Job Opening In Singapore, Singapore – Now Hiring Tan Tock Seng Hospital


Job description

JOB SUMMARY

Responsible for handling general enquiries and appointment related requests for the hospital across all touch-points such as Calls/E-faxes/Referrals/Emails/SMS Chat/Live Chat.

Understand the requirements of the caller and provide complete and accurate information, go beyond the call of duty in assisting all enquiries and requests at all times.

Responsible to provide quality customer service and prompt follow-up to callers/patients over the various mode of communications in alignment with hospital vision and mission.

Work as a team to deliver contact centre goals which includes personal productivity as well as department metrics like Service Level and Abandon Rates etc.

Manage difficult customers and follow up with proper escalation procedures.

Maintain high level adherence and compliance towards policies, processes and procedures to deliver key performance.

Be familiar with the service workflows and requirements as well as service recovery protocol.

Update and submit reports and documents promptly as per operational needs.

Participate, contribute and support hospital improvement initiatives.

Any other duties assigned by Supervisors/Executives/Assistant Manager/Manager.

MAIN DUTIES AND RESPONSIBILITIES

SPECIFIC :

  • Support and adhere to Contact Centre’s roster.

  • Ensure patients’ enquiries are answered promptly, appropriately and courteously.

  • Major mode of work includes answering inbound calls, making outbound calls, replying to emails, e-faxes, referrals, SMS chat and Live Chat and following up on escalated cases.

  • Deliver a professional and high service quality experience to callers over the phone.

  • Meet individual KPIs and SLA targets and contribute positively to Contact Centre’s Key Performance Indicators.

  • Acquire strong knowledge of the products and services, culture and processes.

  • Ability to handle and manage complaints and difficult patients and apply service recovery if necessary.

  • Provide good communication with appropriate choice of words, speed of speech, voice tonality and clarity.

  • Support and provide statistics in the collation of operational and management reports.

  • Performs all tasks with accuracy and efficiency.

  • Liaise and follow up closely with internal departments to resolve patients’ queries.

GENERAL

  • Ensure all relevant forms, documents and data are properly kept, filed and disposed of in accordance to hospital policies.

REQUIREMENTS

  • Possess a Professional Certificate/NITEC/Higher NITEC or Diploma
  • Preferably with 3 years experience in contact centre/customer service environment.

  • Good customer, communication and interpersonal skills
  • Possess basic computer skills, with Microsoft office software knowledge
  • Bilingual, with knowledge of various dialects or foreign language will be an advantage
  • Strong team player, able to work in a fast paced and dynamic environment

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Required Skill Profession

Technical Support & Administration


  • Job Details

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Are You Looking for Sr/ Customer Support Associate (Rotating Shifts) Job?

Great news! is currently hiring and seeking a Sr/ Customer Support Associate (Rotating Shifts) to join their team. Feel free to download the job details.

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The Work Culture

An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Tan Tock Seng Hospital adheres to the cultural norms as outlined by Expertini.

The fundamental ethical values are:

1. Independence

2. Loyalty

3. Impartiapty

4. Integrity

5. Accountabipty

6. Respect for human rights

7. Obeying Singapore laws and regulations

What Is the Average Salary Range for Sr/ Customer Support Associate (Rotating Shifts) Positions?

The average salary range for a varies, but the pay scale is rated "Standard" in Singapore. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

What Are the Key Qualifications for Sr/ Customer Support Associate (Rotating Shifts)?

Key qualifications for Sr/ Customer Support Associate (Rotating Shifts) typically include Technical Support & Administration and a list of qualifications and expertise as mentioned in the job specification. The generic skills are mostly outlined by the . Be sure to check the specific job listing for detailed requirements and qualifications.

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Interview Tips for Sr/ Customer Support Associate (Rotating Shifts) Job Success

Tan Tock Seng Hospital interview tips for Sr/ Customer Support Associate (Rotating Shifts)

Here are some tips to help you prepare for and ace your Sr/ Customer Support Associate (Rotating Shifts) job interview:

Before the Interview:

Research: Learn about the Tan Tock Seng Hospital's mission, values, products, and the specific job requirements and get further information about

Other Openings

Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.

Dress Professionally: Choose attire appropriate for the company culture.

Prepare Questions: Show your interest by having thoughtful questions for the interviewer.

Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.

During the Interview:

Be Punctual: Arrive on time to demonstrate professionalism and respect.

Make a Great First Impression: Greet the interviewer with a handshake, smile, and eye contact.

Confidence and Enthusiasm: Project a positive attitude and show your genuine interest in the opportunity.

Answer Thoughtfully: Listen carefully, take a moment to formulate clear and concise responses. Highlight relevant skills and experiences using the STAR method.

Ask Prepared Questions: Demonstrate curiosity and engagement with the role and company.

Follow Up: Send a thank-you email to the interviewer within 24 hours.

Additional Tips:

Be Yourself: Let your personality shine through while maintaining professionalism.

Be Honest: Don't exaggerate your skills or experience.

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Body Language: Maintain good posture, avoid fidgeting, and make eye contact.

Turn Off Phone: Avoid distractions during the interview.

Final Thought:

To prepare for your Sr/ Customer Support Associate (Rotating Shifts) interview at Tan Tock Seng Hospital, research the company, understand the job requirements, and practice common interview questions.

Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Tan Tock Seng Hospital's products or services and be prepared to discuss how you can contribute to their success.

By following these tips, you can increase your chances of making a positive impression and landing the job!

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